Questions regarding my TV repair

((Apologies if this is a double post, as I seem to be having a slight problem in posting my message))

Hello,

my LG C6 OLED has developed bad vertical banding, to the point of being easily seen during normal content. Fortunately, I purchased the TV with a 5 year protection plan. The Geek Squad Technician (who was very nice and very professional) inspected my TV and informed me that it could not be fixed on account of it being a panel problem. I was surprised to learn that Best Buy still has access to C6 panels, and I am now scheduled to receive a panel replacement at a future date. This is great news, as we bought the C6 largely because it can play 3D content, which has really been phased out of the industry over the years.

That being said, I do have some questions. The technician was not able to answer these, as they pertained more to the nature of the 5 year Geek Squad Protection Plan, rather than the repair itself. I was hoping I could find some answers here.

1) Will this panel replacement use up my 5 year protection plan? After the panel replacement, will my TV continue to be protected under the protection plan for the remainder of its 5 year duration, as per normal?

This is the most important question that I have, as this is actually going to be my 4th panel. The 1st panel had bad vertical banding (even worse than what I have now) within a few weeks after purchase, so they swapped the panel out. The 2nd panel had a noticeably bad 3D filter right off the bat, to the point of making 3D content unwatchable. They swapped it out for my third and current panel, which right off the bat had an artifact in the upper right corner. I decided to just settle on it, however, as the artifcat was so far removed from my normal viewing area that I could deal with it. It was fine until recently, when bad vertical banding (similar to my 1st panel) showed up again out of the blue.

So obviously, I have little faith in the next panel. If my warranty is not used up, then this isn't a big deal. But if it is used up, then I don't want to take a clearly bad risk and would request a product replacement/store credit instead.

I'm hoping that my protection plan will not be used up, as it wasn't used up for previous panel replacements. However, thoes all occurred within the first year, back when I had the manufacturer's warranty as well, and I don't know if that made a difference or not.

Re: Questions regarding my TV repair

2) The parts that are used to repair a TV (including panels) can be refurbished. Does this mean that replacement panels can be those which are returned to the store due to defects? It would explain why I've had so many panel problems. Or LG just makes bad TVs. Or there is something inherently wrong with OLED tech. Or there is something inherently wrong with the specific C6 units.

3) Does the Geek Squad Protection plan cover Burn In? I can't find a straight answer to this question. I've seen it answered both ways. Thankfully, with over 2 years of use, I've had no burn in as I've been pretty careful with rotating my content. Still, I'd like to know for sure whether burn in is covered or not.

I will say that I've had positive experience with Geek Squad Protection plans in the past and is in fact the primary reason why I exclusively shop at Best Buy for all of my electronics. The flexibility and peace of mind for more expensive items is backed by my past experience.

Re: Questions regarding my TV repair

Welcome to the Best Buy forum and thank you for taking the time to reach out with your questions about your Geek Squad Protection Plan (GSP). Though I, as a fellow consumer, always hope never to use my own GSPs, it certainly takes a load off to know that you’re covered for the unexpected. It sounds like this investment has truly worked out for you considering the previous panel replacements. In my experience, a panel can get pretty pricy when you’re paying out of pocket!

Either way, I’m happy to do what I can to answer your questions. Specifics about GSP can change depending on when a purchase is made initially, since the GSP does periodically update. To best advise about your plan, can you please share the purchase date of your TV? To review your specific GSP details on your own, you should be able to select your purchase date timeframe in the drop-down menu here.

I look forward to hearing back!

Kayla|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!

Re: Questions regarding my TV repair

thank you for your response. I generally hope to never need to use my GSP either. My only other experience with GSP was in regards to a lap top that had died out on me. Geek Squad completely replaced it and I was very happy about it.

I understand that terms can change. I had purchased my TV in Februrary 2017. As I mentioned earlier, my biggest question/concern is whether or not this upcoming panel replacement will use up my GSP. If it does, then on account of the little faith I have in these C6 panels, I would like to opt for a store credit and for a different TV, if possible.

Maybe I've just gotten very unlucky with the C6 units. I'd like to note that I don't consider myself picky. Ie, I don't run my TV through vertical banding/DSE videos to confirm a perfect panel. I just don't want vertical lines to appear in the majority of normal viewing content, and would like the 3D filter to work (we have a big selection of 3D movies).

Thank you again for your response. I really appreciate you reaching out.

Re: Questions regarding my TV repair

I totally understand wanting to have these very important questions answered. While, in my experience, main tenants of GSP stay close, I didn’t want to lead you the wrong way by speaking off the cuff. I appreciate you providing the purchase date!

For your questions:

Using up a plan is basically “Fulfillment” of the plan. According to your specific terms and conditions regarding “fulfillment”:“For all other Covered Products, except when covered by a Continuous Monthly Plan, our obligations will be fulfilled in their entirety if we replace your Covered Product with a new product or if we issue you a voucher or gift card for its current market value not to exceed the original purchase price of your Covered Product including taxes.”

That basically means that getting this panel replaced, shouldn’t “use up” your plan. This being said, for something like a TV panel, multiple replacements for the same issue for the same part can trigger another section of your plan called “No Lemon Benefit.” With that benefit, the specific wording is:

“After two covered hardware repairs concerning the same defect have been attempted or completed on the same Covered Product during the Coverage Period (each, a “Qualified Repair”) and such Covered Product requires a third Qualified Repair, we will replace it with a new device of like kind and quality and of comparable performance in accordance with the terms of Section 7 below (the “No-Lemon Benefit”) and our obligations under this Plan will have been fulfilled in their entirety. However, for clearance, open-box, and other Covered Products originally purchased at a discount, we may issue a gift card or voucher for the original discounted purchase price plus tax instead of offering a replacement, which would also fulfill our obligations under the Plan.”

There are, of course, repairs that aren’t qualified for this benefit along with other considerations, but you can read more about those in your specific terms. I only mention this section of your Terms and Conditions because you’ve said you’ve had panels replaced multiple times already. If that was the same panel and defect and the same issue happens again before your plan expires, it could trigger this benefit.

When Best Buy repairs products, we use parts that are sourced from trusted parts suppliers. This applies to both refurbished and new parts. Sometimes parts, even new and directly from the manufacturer, can have defects, but it’s my understanding that we do everything we can to ensure we use quality parts for our services. If you believe there may be a manufacturer defect with your product, you could reach out to the manufacturer directly, but as I’m not currently seeing a recall for this model of TV, I cannot promise any specific outcome if you do choose to touch base with them.

I hope this helps to clarify your plan! As I mentioned, specifics can vary depending on your purchase date (and there are some product specific parts of GSP), so if you have other products purchased at different times, I would recommend reviewing your full plan on our website anytime. The link is in my first post.

Let me know if there is anything else I can help with or if you have any additional questions.

Thanks,

Kayla|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!

Re: Questions regarding my TV repair

sorry for taking a while to respond. I had gotten very busy and caught up with work.

In short though, thank you so much for taking the time to answer my questions. I didn't even know about the Lemon policy. Given that this will be my 3rd panel, I'm surprised that policy hasn't kicked in yet - though I'm not really complaining. So long as our GSP isn't used up, then I don't mind a panel replacement. My top preference in fact, is to just have a working C6, as we love our 3D movies.

Thank you for explaining everything else as well. It is a relief to know that burn in is covered, though we take good care of our OLED and rotate our content regularly. We've never had any problems with burn in as a result.

You've provided more detailed answers than I could hope for - so again I say, thank you. If I could give you an extra Kudos, I would.

This is why I do all of my electronic shopping at Best Buy; the GSP is, on the whole, a good plan. My only quibble is in regards to product replacements being at a pro-rated value. But from what experience I've had having to actually use a GSP, the it has always been positive.

Re: Questions regarding my TV repair

I appreciate your feedback about GSP; those times I’ve had to use my plans, I’ve had good experiences, as well. At this point, I’m glad that I’ve been able to offer some clarity on your GSP which may hopefully lessen any stress you’ve been feeling about your TV, the panel replacement, or burn-in. Goodness knows that even when we treat technology well, sometimes it can go awry and it’s nice to know what to expect for coverage.

Please don’t hesitate to reach out as we’ll be here if you have any other questions or concerns. Thanks for your loyalty!

Cheers,

Kayla|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!